Best way to Group Service Desk Issues for Reporting

[Matthew Szoke]

We are in the beginning stages of implementing our Service Desk.  Our first goal was just to get our admins / techs to log tickets to track work.

Now we would like to refine how we are entering tickets so that we can created meaningful reporting.  What's the best way to bucket all of the work?  Obviously you have the initial buckets of incident, request, change, etc., but should you build components, services, use labels to further categorize items?  

Any insight would be greatly appreciated.  

Thanks!

[Fabian Lim]

Hi @Matthew Szoke

I would start with request types and use subcategories through custom fields within the request types to further break down.  You could also use affected services, components as well.  

I would avoid using labels since people can make mistakes tagging them and they are case sensitive so "infrastructure" would be different from "Infrastructure"? Use select custom fields instead.  

Regards,

Fabian

[Matthew Szoke]

Thank you Fabian!  Do you know if there's a guide anywhere with best practices for this?

[Fabian Lim]

You will have to google it somewhere and see if Atlassian posted articles.  At the end of the day is what works best for you.

Or you can contact Solution Partners who would asses your situation and provide recommendations like Contegix for help.  

[Matthew Szoke]

OK, thanks.